For many people, the term "outsourcing" evokes a negative response. After all, it used to mean abandoning quality in pursuit of a lower bottom line. Today, 27% of all service technicians in the U.S. are third-party workers, indicating that outsourcing is no longer a dirty word in the field services industry.
Third-party outsourcing is a crucial part of managing a blended workforce that can handle your clients’ evolving needs. As the name implies, a blended workforce includes a blend of full-time and temporary employees, independent contractors, and skilled freelance workers.
Like most things, though, sourcing talent externally has its pros and cons. Here are some things to consider when it comes to third-party service outsourcing.
PRO: Customer-Centric Service Approach
Customers want to know that their field service provider is laser-focused on their needs. Outsourcing is one way to offer unique, niche services that show your company is in tune with evolving client needs and industry trends.
A blended workforce, including third-party workers, makes it possible to increase your availability for repairs and to service a larger geographic area, giving a big boost to customer satisfaction overall. Geographic coverage becomes especially important when client demand changes due to a natural disaster or seasonal peak.
In addition, the enhanced technical expertise gained through third-party outsourcing can help to expand the organization’s service portfolio.